Customer support
Help & support
For non-urgent questions, open a signed-in support case and check for replies in Unscene.
unscene Help is where you can get support with sign-in, rooms, purchases, Film Family, accessibility and privacy. Email help@unscene.watch and tell us what happened and how we can reach you.
How a night comes together
A few small steps, from everyone’s taste to time together.
01 Find your shortlist
Answer the watch quiz to help your room find titles everyone would watch.
02 Rank together
Arrange your choices, then add your rankings to the room’s decision.
03 Offer your time
Review and save when you can watch and whether you can host or visit. The plan shows when a booking exists.
Account, rooms and Film Family
We can help with sign-in, account data, movie-night access, family controls, accessibility and a purchased account-plan or room benefit that has not appeared. Include an order reference and relevant room code. Do not email passwords, one-time codes, full card numbers or another person’s private viewing history.
Account plans and room add-ons
View account plans for a monthly subscription. To manage an existing plan, sign in to the account used for the purchase, then select Manage or change plan on Pricing. Plans renew monthly until canceled; cancellation keeps your paid benefits through the current billing period.
For a one-time room purchase, choose a room for an add-on. An eligible room member can pay. As long as the room is kept, its add-ons stay with it when the payer leaves. Purchased room time keeps running on its calendar clock.
Payments and refunds
unscene does not offer discretionary refunds for unused room time or a change of mind. Legal rights and Link’s refund policy still apply. Stripe Managed Payments and Link provide checkout and receipts; for a charge, receipt or refund request, use your receipt or Link transaction support. If your payment succeeded but an account-plan or room benefit is missing, sign in to the account used for the purchase and email us before trying another purchase.
Frequently asked questions
How do I sign in?
Create an account or sign in with a one-time email code or ChatGPT. Either option works for account plans and room add-ons. Use the same verified email address to return to your account and purchases.
What happens when my free 30 days end?
An ordinary Starter room's planning window ends after 30 days; it does not renew automatically. An eligible member can buy room time to restore a retained expired room, or a paid account plan can extend its active planning window.
How is this different from a free picker?
A random picker suggests a title; unscene finds movies your friends would actually watch, lets everyone rank the shortlist and helps you set a date. A paid plan adds room time and capacity across the rooms you join.
Can I get a refund for unused room time or capacity?
unscene does not offer discretionary refunds for unused room time, unused capacity or a change of mind. Refunds required by law or available under Link's Sold through Link policy still apply; use your receipt or Link transaction support to request one.
What if I paid but a plan or room benefit is missing?
Sign in to the account used for the purchase. If the benefit is still missing, email help@unscene.watch with the order reference and relevant room code before you try another purchase. Do not send passwords, one-time codes or full card numbers.
Privacy and service terms
For access, correction or deletion requests, email us and review the privacy policy. The terms & conditions explain room time, purchases and service limits.